Customer Engagement Manager – Karachi

About the role

D•Engage is seeking a Customer Engagement Manager to own a portfolio of existing SaaS customers, ensuring their success, retention, and growth. You will act as a trusted advisor, guiding clients through onboarding, training, and ongoing usage of our digital engagement platform. The role blends relationship management, data‑driven health monitoring, and proactive upselling to maximize customer value.

Key responsibilities

• Guide new customers through onboarding, ensuring successful setup and education on platform features.
• Establish and maintain strong, trust‑based relationships, becoming a trusted advisor.
• Proactively monitor customer health using data and feedback to identify improvement areas and churn risks.
• Address inquiries, concerns, and issues promptly, collaborating with support, product, and engineering teams.
• Conduct training sessions, webinars, and workshops to maximize product utilization.
• Drive renewals and identify upselling or cross‑selling opportunities.
• Represent customer feedback internally to influence product roadmap.
• Track satisfaction, usage, and health metrics, delivering actionable insights to leadership.
• Develop and execute churn‑prevention strategies.

Required profile

• Minimum 3 years experience as a Customer Success Manager, Account Manager, or similar role in a SaaS environment.
• Strong understanding of SaaS business models and customer success principles.
• Excellent communication and interpersonal skills.
• Ability to analyze customer data, identify trends, and propose solutions.
• Familiarity with customer success tools such as Gainsight, Zendesk, or Salesforce.
• Problem‑solving mindset with the ability to navigate complex issues.
• Bachelor’s degree in Business, Marketing, or a related field (preferred).

Required skills

• Gainsight
• Zendesk
• Salesforce